Telecare Annual Report

Transcription

1 Telecare Annual Report 2016/2017

2 New look same great service It s been a busy year for Centra, as our parent company Circle Housing, formally merged with Affinity Sutton to form Clarion Housing Group. We took the opportunity to update our visual brand and also developed the core values we believe in. Our commitment to helping people live healthy, happy lives is still paramount and one that drives our business forward. Every year, we compile this report to highlight the high standards we work to and the targets we have achieved in the last year. This report represents our key performance statistics for 2016/2017, as well as giving us an opportunity to highlight feedback from our customers and how their input has helped shape our business. Our focus has been to expand the number of Teletech devices we can monitor to offer our users more choice and flexibility. This includes the introduction and testing of several new, GPS enabled devices for use away from the home. Centra Telecare Services Annual Report

3 Telecare 1 calls activity and connections Call response times Calls handled each month 2 Target Less than 60 seconds 97.5% 99% April % 99.8% May % 99.1% June % 99.7% July % 99.6% August % 99.7% September % 99.7% October % 99.7% November % 99.7% December % 99.6% January % 99.7% February % 99.6% March % 99.6% Less than 180 seconds Month April ,071 May ,582 June ,932 July ,753 August ,964 September ,512 October ,911 November ,998 December ,953 January ,648 February ,877 March ,472 Telecare connections 01/03/04 45,000 01/03/05 47,300 01/03/06 54,200 31/03/07 68,500 31/03/08 83,400 31/03/09 95,000 31/03/10 94,000 31/03/11 93,899 31/03/12 96,452 31/03/13 99,091 31/03/14 90,673 31/03/15 96,994 31/03/16 102,191 31/03/17 100,248 1 Also known as social alarms or monitoring service. 2 Calls received. 3

4 Customer satisfaction 2016/2017 Our dedicated telecare team and the continued training and development they receive, have helped us exceed our customer satisfaction target. We truly believe that happy customers are ones who can enjoy living life confidently in and out of their own homes. Customer satisfaction Apr 16 May 16 Jun 16 Jul 16 Aug 16 Sep 16 Oct 16 Nov 16 Dec 16 Jan17 Feb 17 Mar 17 99% 100% 100% 100% 99.6% 97.9% 100% 99% 99% 95.7% 100% 100% Target 98% Last year we also exceeded all of our targets for installing and monitoring all of our customers personal alarms. The information from our service user surveys is summarised below Service user survey results 1 April March 2017 Service quality Speed of response Helpfulness of staff Good value for money Target 90% 90% 90% 90% Installation 99.7% 99.7% 100% 100% Monitoring 98.8% 98.1% 99.2% 98.1% Installations Between April 2016 and March 2017 we carried out 100% of all urgent installations within the target two days and 100% of all non-urgent within the target sixteen days. Repairs We completed 91.4% of all critical repairs each month, within two days. Customer feedback We love to hear from our customers. Making sure we learn from situations that haven t gone to plan, or sharing success stories with our staff, the feedback we get from our customers is important in driving our business forward and meeting our high standards. Out of a total of 2,913,673 alarm service calls logged we received 295 complaints of which 42.4% were upheld or partially upheld. Centra Telecare Services Annual Report

5 What our customers have to say It s important to us that the service we provide is shaped by the feedback from our customers. Although it is only a small selection of comments we have included, it s encouraging to know that we are consistently pleasing and exceeding our customers expectations as we continue to grow and develop our offering. You always make contact with my family very promptly, I m very pleased with service, it s so reassuring. Your staff are very pleasant and helpful My balance is bad because of severe osteoarthritis, I am very unsteady on my feet, although I always use a walking frame. I wear my alarm button all the time, I would not be without it. My father has memory problems. However, he did remember to use his alarm. You answered and called myself and an ambulance which arrived before I did. For that reason alone it is value for money and gives great comfort to my dad and I. I wouldn t want to be without my pendant. It makes me feel safe at home on my own. I have received excellent service, my call was answered very quickly & paramedics summoned. Thank you to your operators. It is a life saving service It makes me feel in safe hands. I was calm whilst waiting for help to arrive. I have always been very satisfied with the excellent efficient and courteous service which I have received. I am very pleased with the way you tell me what my mums trouble is. You are so helpful because you can tell my mum that I will get there as soon as possible. I am very impressed by the quality of your service. Living alone with a serious heart condition can be stressful. Your service and the care of my neighbours make it possible for me to live in my own home I am very satisfied with the service on offer - it gives my family peace of mind in the case that I am taken ill The emergency call I made with my red button was handled very well and my daughter was able to reach me very quickly after being contacted when I had a fall indoor 5

6 Testing the future of Telecare We recently enlisted the help of some of our customers to assist us in testing some new technology, which had never before been used in the UK. The Essence VPD is a traditional telecare alarm, which can be activated using a push button or pull cord. It s hidden talent though lies in its Active listening feature which enables users to simply call out for assistance using a key phrase such as Help me. Voice activated technology is becoming more and more common in the home environment. Personal alarms should be no different commented Aaron Dohnt from our Research & innovation team. Aaron visited the homes of several of our customers to set up the 10 week trials and demonstrate how to use the new technology. Customers were excited to see and try the latest advancements in Teletech. Whilst we are continuing to refine and improve the technology based on the findings of our trial, our users have provided valuable feedback which will help us shape our service. Our Research and Innovation team continue to work with many technology suppliers and have more customer trials planned. If you would like to join our a testing panel, please contact us using our details on the back of this report. What s involved? After agreeing to be part of our panel, we will contact you from time to time when we need new products trialled No changes to your existing telecare service will be made, nor will you incur any additional charges You will need to be happy to keep a diary of your testing and have regular contact from our development team You may not be selected for every trial, but your details will be kept on file. You will be free to leave the panel at any time simply by letting us know. Product trials will typically be between 6 and 10 weeks long When a trial is over, we will put everything back how we found it You must be happy to share your views and experiences with us, and for us to use them (this may include having photos taken or appearing in promotional literature to help us explain the products). Aaron is part of our Research and Innovation team. It s their responsibility to identify and evaluate new technologies to keep us at the forefront of what we do. With a wealth of expertise across the housing, social care, healthcare and assistive technology markets, our Research and Innovation team use a wide range of approaches to gain detailed understanding of the factors and future trends shaping the sectors we operate in. This allows us to constantly evolve our services. Aaron Dohnt Research and Innovation Officer Centra Telecare Services Annual Report

7 Emergency Support & GPS Locators keeping people safe Targets 2017 / 2018 Tony Riordan suffered two strokes without being aware he d had them. When he had his third one on Boxing Day and was rushed to hospital, his life changed forever. I was surprised to say the least when I learned that my first stroke was actually my third. I was out shopping with my wife at the time and didn t understand what was happening to me. Luckily we got to hospital in time and I managed to make a full recovery. As you can imagine, recovering from a stroke is tough. Although I ve made great progress, I m still a little weak on my left side when I walk. I used to be an HGV driver travelling through central London, but I don t work now. It allows me to live how I did before Tony is still proactive though, and tries to live life to the full. He uses one of our emergency support and GPS locators, which is now an important part of his life. It allows me to live how I did before my stroke and removes the fear of what if. I am part of a shooting club and I m on the committee of the Deal & District Stroke Group so I need my independence. The device Tony uses, the Everon Vega, is also a massive comfort to his family. His children feel so much more confident about Tony being active now they know he s always able to get help. I d never considered telecare before my stroke, but now I have it, I wouldn t be without it. As we look to the year ahead, we again set ourselves targets against which we will review our service against. Ensuring our service remains consistently high, we aim to introduce more choice for our customers, so we can support and assist even more people to live healthy, happy lives. Our targets for 2017 / 2018: 98% customer satisfaction with our telecare service 98% complaints resolved at the first stage (quarterly) 99% alarm calls answered in 3 minutes 97.5% alarm calls answered within 60 seconds 7

8 Contact us Your feedback is important to us. If you have any questions or wish to find out more about how we can deliver a tailor made service suited to your unique needs, you can contact a member of our team: Existing customer general enquiries: Tel: pulse@centragroup.org.uk New customer enquiries Tel: centra.sales@centragroup.org.uk Write: 32 Tower View Kings Hill West Malling Kent ME194UY For organisations and business contracts: Tel: business@centragroup.org.uk Find us on LinkedIn Our board members Centra Pulse and Centra Connect Governance and performance monitoring is carried out by the Circle Care and Support board: Susan Holmes Joanna David Andrew Hughes Frank Pycroft Ishaitu Kamara Simon Fowler Invicta Telecare Limited is a company registered in England and Wales (Company No ) trading as Centra. Registered Office: Level 6, 6 More London Place, Tooley Street, London SE1 2DA. Part of Clarion Housing Group